About the Company/Department/Team

Orange Business is a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business. Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

About the Role:

Why become a Connectivity Operations Expert - Senior

This role offers an unparalleled opportunity to gain comprehensive, hands-on expertise in connectivity services, collaborate seamlessly with multiple vendors and carriers, and excel in managing and communicating with multinational clients.Top of Form

Bottom of Form

Opportunities for a Connectivity Operations Expert - Senior:

This role unlocks vast opportunities across implementation and other services such as cloud and security, while also offering a flexible non-technical career path in areas like service management, project management, and beyond.

Job Description

Mission:

• The main mission of the Connectivity Operations Expert - Senior is to ensure seamless connectivity for customers by providing expert-level support, troubleshooting complex network issues, and collaborating with various teams to maintain exceptional service quality. Key objectives include reducing incident response times, enhancing customer satisfaction, and promoting continuous improvement in operational processes.

Main activities:

• Provide level 3 Connectivity support for all network-related incidents (SDWAN, WAN, LAN, WLAN, etc.) to global incident management teams.
• Act as the highest operational technical escalation level for operational faults/crisis across all customers supported by Orange Business.
• Isolate faults and deliver appropriate resolutions in a timely manner.
• Serve as a subject matter expert for emerging technologies and act as the single point of contact (SPOC) for related support issues during shifts.
• Diagnose complex customer issues utilizing software diagnostics and other network utilities.
• Provide regular status updates to the service desk and incident management teams to keep customers informed about technical progress.
• Ensure compliance with service level agreements (SLA) during incident handling.
• Collaborate closely with field engineers, vendors, and service providers to test and resolve hardware and software issues.
• Resolve customer configuration problems and simulate communication issues in a lab environment for effective problem resolution.
• Document all troubleshooting and case management actions in the Orange Business ticketing system.
• Provide technical guidance and training sessions for service desk staff and the Egypt Customer Support department.
• Manage escalations during night shifts and act as the level 1 escalation point outside of business hours.
• Handle crisis-related incidents efficiently and effectively.

Dimensions

Other:

• This role may require work on a shift basis (24/7), including overnight shifts to provide continuous support.

Key Skills, Knowledge, and Abilities:

• Required Skills:

Primary skills required include mandatory Cisco Professional Certification, along with certifications in Cisco SDWAN and Wireless technologies. FortiNet Certification is also essential. Candidates must possess hands-on troubleshooting experience to address complex network issues effectively.

Preferred Skills:

Preferred skills for this role include knowledge of CCIE certification, which would enhance the candidate's capabilities in managing advanced networking tasks.

Qualifications, Education and Certifications:

• Education:
• Bachelor's degree in Engineering from a reputable university.
• Relevant fields of study include Computer Science, Network Engineering, or Information Technology.
• Experience:
• A minimum of 4 to 7 years of experience in connectivity operations or a related field.
• Experience in roles handling network management, incident management, and technical support is preferred.
  

• للتقديم الان